Sr. Technical Support Engineer

A Day in Your Life at MKS:

As a Sr. Technical Support Engineer at MKS, you will partner with Service Technicians, Field Service Engineers, Sales teams, and customers to provide expert-level troubleshooting guidance and technical support.  Additionally, you will collaborate with Engineering, Quality, and Manufacturing teams in order to investigate and mitigate product performance concerns, spurring continuous design and process improvement.  In this role, you will report to the Technical Support Manager.

You Will Make an Impact By:

• Technical Expertise: Provide expert-level technical support to our valued customers, Field Service Engineers, Sales teams, and Service Technicians. This includes answering complex technical questions, performing in-depth troubleshooting, and resolving critical issues via phone, email, or in person.
• Cross-Functional Problem Solving: Collaborate closely with Engineering, Quality, and Manufacturing teams to identify, analyze, and implement effective corrective actions for new product failure modes, ensuring continuous improvement.
• Product Transition & Service Enablement: Drive the seamless transition of new products from design to service, representing the Service organization in product development projects, communicating critical requirements, and proposing innovative solutions.
• Knowledge Creation: Develop and maintain comprehensive technical documentation, including technical memos, service bulletins, and high-quality training materials to empower our global teams.
• Training & Development: Deliver engaging and effective training sessions on new and existing products to Field Service Engineers, customers, and Service Technicians, fostering their technical proficiency.
• Field Support (As Needed): Potentially participate in on-site customer installation and training programs, providing direct support and building strong relationships.
• Travel Requirements: Up to 10% of Travel is required.

Skills You Bring:

• Educational Foundation: An Associate's (AS) degree in a technical engineering field or equivalent practical experience is required; a Bachelor's (BS) degree is preferred.
• Hands-On Experience: A minimum of 3+ years of hands-on field service or technical support experience in a relevant industry.
• Problem-Solving: A highly motivated, self-driven individual with a positive and proactive approach to complex problem-solving.
• Exceptional Communication: Strong business acumen, analytical capabilities, and outstanding interpersonal and communication skills, enabling effective interaction with diverse stakeholders.
• Collaborative Spirit: Proven ability to communicate effectively and collaborate seamlessly with cross-functional teams.
• Autonomy & Prioritization:  Aptitude to manage multiple tasks and priorities efficiently with minimal supervision.
• Technical Proficiency: Good computer skills with a working knowledge of the MS Office suite.

Physical Demands and Working Conditions

US requirement due to Americans with Disabilities Act (ADA). However, each country is different due to employment laws, so HR Partner discretion is advised. See HR Partner with any questions.

• Physical Demands and Working Conditions: Ability to sit or stand for extended periods while performing computer-based tasks and engaging in phone communication. Ability to work in an office environment and potentially in manufacturing or customer facilities, which may involve exposure to moderate noise levels and varying temperatures. Occasionally required to lift and/or move up to 25 pounds.

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.

MKS Instruments, Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit,